Sent/received email not present in activity filter TOKYO

[Patrick Slatter]

Afternoon!

I am trying to add the Sent/Received emails to the activity filter in an incident record. I do not see it as an option when i configure. Has something changed with Tokyo and the process for this being implemented?

This is a new instance. 

Any assistance or guidance would be greatly appriciated!

[Saurabh Gupta]

Hi,
It is there but as below

[Patrick Slatter]

Morning, thank you for the response. 

Are you saying that these Emails - autogenerated and emails - correspondebnce have replaced the  Sent/Recived naming that was used?

Thank you!

[Saurabh Gupta · Accepted solution]

Hi,
That's correct.

Now we have two types of mail to be tracked autogenerated other is correspondence. In the past it was Sent/Received.

[Community Alums]

Hi @Patrick Slatter ,

The following steps will enable you to view the 'Sent/Received Emails' in the activity stream:

1) Ensure that the following property value has the right role added so the user with the role can view the email option (Show email details)

    glide.ui.activity.email_roles

2) Go to System Properties > UI Properties then update the value under Roles that can view email in the Activity formatter when including "Sent/Received Emails"

3) The email sending property 'glide.email.smtp.active' should be set to true. Note, it does not matter even if you see emails being sent from Email logs (sys_email), the 'Show email details' will not show unless this property is enabled.

4) If you are testing on an OOB Instance, please set an email address, eg: employee email address just for testing purposes in the system property 'glide.email.test.user'.

5) Make sure the 'Sent/Received Emails' checkbox is ticked on the Activity Stream filter (see the image below).

Now you can test this by logging a new incident and notice the email activity is now visible in the activity stream.

Note that another alternative on an OOB instance with email sending disabled is to navigate to the sys_email table, locate the emails related to the record you are using and update their type to "sent".  These will then show up in the activity stream if 'Sent/Received Emails' is enabled in the Activity Stream filter.